Shipping & Return Policy

Shipping & Return Policy

Last Updated: September 15, 2026

Thank you for shopping with Hero Merchandise. We want you to have a smooth and enjoyable shopping experience. Please review our shipping and return guidelines below.

Shipping Policy

Order Processing

All orders are carefully prepared and processed after your purchase is confirmed.

  • Orders are typically processed within 2–5 business days.

  • Orders placed on weekends or holidays will begin processing on the next business day.

  • During holidays, promotions, or periods of high order volume, processing may take additional time.

  • Once your order has shipped, you will receive a confirmation email with tracking information when available.

Shipping Times

Estimated delivery times vary depending on your location and shipping method selected at checkout.

Please keep in mind that delivery estimates are not guaranteed and may be affected by carrier delays, weather, holidays, or other circumstances beyond our control.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an incorrect address after placing your order, please contact us as soon as possible. We will do our best to update the address before the order ships, but we cannot guarantee that changes can be made once an order has entered processing or shipping.

Lost, Stolen, or Delayed Packages

Once an order has been handed over to the shipping carrier, delivery is the responsibility of the carrier.

If your tracking information shows that your package was delivered but you cannot locate it, please check with household members, neighbors, and your local delivery carrier first.

Hero Merchandise is not responsible for packages that are confirmed as delivered but are subsequently lost or stolen.

If your package is significantly delayed or appears to be lost in transit, please contact us so we can help determine the appropriate next steps.

Return & Exchange Policy

We want you to love your Hero Merchandise purchase. If something isn't right, we're happy to help with eligible returns.

Eligibility for Returns

We accept returns within 30 days of delivery.

To be eligible for a return:

  • The item must be unworn and unused.

  • The item must be in its original condition.

  • Items must have their original tags attached, when applicable.

  • The item must not be washed, altered, damaged, or stained.

  • Proof of purchase may be required.

Non-Returnable Items

For hygiene and product-safety reasons, certain items may not be eligible for return, including:

  • Undergarments or intimate apparel

  • Items marked as Final Sale

  • Gift cards

  • Customized or personalized merchandise

  • Items that have been worn, washed, altered, or damaged after delivery

How to Request a Return

To start a return, please contact Hero Merchandise Customer Support with:

  1. Your order number

  2. The item(s) you would like to return

  3. The reason for the return

  4. Photos of the item if it arrived damaged or defective

Please do not send items back without contacting us first. We will provide the appropriate return instructions.

Return Shipping

Unless the item is defective, damaged, or we sent you the wrong item, the customer is responsible for return shipping costs.

If the return is due to an error on our part or a defective product, we will work with you to provide an appropriate resolution.

Exchanges

If you need a different size or eligible replacement item, please contact us within 30 days of delivery.

Exchanges are subject to product availability. If the requested size or item is unavailable, we may offer a refund or another suitable option.

Damaged or Incorrect Items

Please inspect your order when it arrives.

If you receive a damaged, defective, or incorrect item, contact us as soon as possible and provide your order number and photos of the issue. We will review the situation and, when appropriate, provide a replacement, exchange, or refund.

Refunds

Once your returned item is received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be issued to your original payment method.

Please allow your payment provider or financial institution additional time to process and post the refund to your account.

Original shipping charges are generally non-refundable, unless the return is due to an error on our part or a defective/incorrect item.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible after placing your order.

We will make every reasonable effort to accommodate cancellation requests, but an order cannot be canceled once it has already been processed or shipped.

Contact Us

If you have questions about shipping, returns, exchanges, or your order, please contact Hero Merchandise Customer Support through the contact information provided on our website.

We are happy to help make your shopping experience as easy as possible.